Technology Service Manager I

PRIMARY FUNCTION:

Oversee the Technical Services Operations of the Construction Division including W arranty , WIP room, SIS/ET systems, Cat media, DPC licensing and subscriptions , technical com munications, technical and operator training, Oil Analysis Lab, machine demo, delivery, revisits , and Cat used inspections .

ESSENTIAL DUTIES:



* Oversee the Construction warranty claims s ection for Cat and OEM up to 700 claims per month , whereby the highest ratio of dollars received vs.

repair dollars is realized, while adhering to guidelines and time constraints imposed by respective manufacturers .

Controls Goodwill administration and reviews monthly with sales and service management.


* Oversees all Construction WIP Room activities relating t o service call administration up to 5,000 a month while maintaining standardized processes to open, adjust, and close while minimizing corporate financial exposure in process.


* Calculate and submit annual warranty, customer , and contract labor rates for Cat and other OEM.


* Prepare and submit quarterly Dealer Excellence reports for Cat, and daily and monthly dealer reports for tech and branch efficiency, aging and open / close WIP, and corporate financial reporting.


* P rovides technical guidanc e on service problems and acts as liai son between the dealership and OEM.

keeps a current Dealer Knowledge Network and resolves technical problems for all areas of the Construction Division.

Maintains the PPM list and current problems in the CPI / DSN system .

Manages and reports Product Improvement Program to exceed Cat standards.


* Through the Training Instructor s , provides yearly training plans and courses to accommodate Construction Division service management, and customer training needs .

Provides new product introduction, and training to familiarize personnel with all new products and major product changes.

Create and update Technician Career Guides for different groups and career paths.


* Provide machine operator training for construction customers with Certified Dealer Instructors and Operators to enhance the customer knowledge and proficiencies of equipment.

Perform machine demonstrations, deliveries , and revisits for customers.


* Manage all SIS/ET, Cat m edia, Dealer Performance Center , external technician t raining, and Software Enabled Attachment licensing and invoicing for dealer and c ustomers.


* Oversee s the Fluid Analysis Laboratory operations and monitors personne l, profitability and production measures .

Ensures current Cat dealership partnership s and solicits more business wit h other Cat dealerships using and maintaining our ISO9001 quality process and support services.


* Contamination Control - monitor program, assist with recommendations, perform branch audits , and schedule annual audits with district SOR .


* C ompiles costs for Total Maintenance and Repair quotes, Total Cost Bids, CCR, CPT, and the Job Pricing Manual .

Mainta...